Escalation & CX Specialist (Arabic/English)

Keeta; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Keeta is seeking an Escalation Associate – Customer Experience to manage complex cases across customers, riders, and merchants. The role focuses on end-to-end resolution, adherence to protocols, and cross-functional collaboration to enhance customer happiness in a fast-growing platform.

The ideal candidate will have 2–3+ years of escalation experience, bilingual proficiency, and strong analytical skills to drive improvements in CSAT/DSAT and service quality.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 2–3+ years in Customer Service, Escalation Management, Complaint Resolution, or Customer Experience.
• Proven ability to manage complex complaints and high-priority cases.
• Fluency in Arabic and English (written and spoken).
• Strong investigation and problem-solving skills.
• Experience analyzing CSAT/DSAT, feedback, and service quality trends.

Responsibilities

• Investigate and resolve high-priority escalations across customers, riders, and merchants.
• Own cases end-to-end, coordinating with internal teams for timely resolutions.
• Handle sensitive escalations with professionalism and confidentiality.
• Monitor and respond to social media, in-app feedback, and app store reviews.
• Develop reports on escalation trends and provide actionable insights to improve frontline support.

Skills

Bilingual Arabic & English

Investigation & root-cause analysis

CSAT/DSAT analysis

CRM systems proficiency

Excel/Sheets proficiency

Executive-level escalation handling

Education

Bachelor's degree or equivalent

Tools

CRM systems

Ticketing platforms

Excel or Google Sheets

Job description

Keeta is seeking an Escalation Associate – Customer Experience to manage complex cases across customers, riders, and merchants. The role focuses on end-to-end resolution, adherence to protocols, and cross-functional collaboration to enhance customer happiness in a fast-growing platform.

The ideal candidate will have 2–3+ years of escalation experience, bilingual proficiency, and strong analytical skills to drive improvements in CSAT/DSAT and service quality.